Customer satisfaction is pivotal to the success of service desks in every organization. How do you achieve exceptional customer service? Hear from some of the speakers and influencers at HDI 2016 Conference & Expo. I had the honor of speaking with Inc. Radio at the recent HDI conference concerning customer service and IT service management. […]

My children will tell you that I am the worst person to give poor customer service. Why? Because I build customer service organizations for a living. And when I am on the receiving end of a bad experience, it is as if I am critiquing a paper in my head while I’m reading it. In a […]

Take an end-to-end look at customer satisfaction and customer experience management. Follow-the roadmap from service design to customer value, stopping at the roadside markers for customer surveying, customer experience maps, feedback mechanisms, quality assurance, and continuous improvement. If you enjoyed this post, please consider sharing or recommending it so others might also enjoy it. Thank […]